Your application will be considered if you:
• Current career or career conditional Federal employee in the competitive service; Reinstatement Eligible; Special Hiring Authority eligible; VEOA eligible Veteran; ICTAP eligible; or OPM Interchange Agreement eligible.
This position is located in the Federal Acquisition Service, Customer and Stakeholder Engagement (CASE) Division. This office is responsible for providing data-driven, strategic account management that delivers mission value to FAS portfolios, our agency clients, and the taxpayer. The CASE approach to strategic account management is to (1) Build strategic FAS client relationships and become a trusted advisor; (2) Generate analytics and customer intelligence which drive FAS business decisions; and (3) Leverage the above, relationships and intelligence, to efficiently identify and manage business opportunities.
Duties
As a Customer Service Director, you will build strategic relationships with Civilian and/or DOD customer agencies in understanding their specific business requirements to advise how GSA acquisition vehicles, eTools, and solutions can meet their needs. This position involves utilization of data analytics and customer intelligence to develop and execute account management plans to identify and manage business opportunities in a customer relationship management system.
You will work with assigned customer agencies in understanding their specific business needs, consulting, training and advising on the most effective and efficient means of procuring the services and products to meet those business needs. Examples of duties include:
Serving as an expert technical consultant, performing outreach, advising on the best procurement vehicles and assisting with market research.
Developing and analyzing information to identify what level of acquisition support and FAS contracting solutions are required to ensure FAS programs solutions are being utilized.
Providing leadership and direction to customer agencies to determine customer needs and identify or recommend what is the best procurement vehicle to use in order to meet their needs through multiple channels, such as training, events, conference calls, and in person visits.
Developing leads and sales opportunities through participation at regional events, market research, and referrals.
Identifying areas where GSA FAS can provide essential contracting solutions by providing procurement data and data analysis as well as encouraging the use of GSA FAS resources.
Reviewing, evaluating and monitoring the progress of regional and/or national FAS customer relationship management and sales initiatives in accomplishing agency-wide objectives by appraising performance, progress, program status and trends against approved objectives and program goals and schedules.
Evaluating the effectiveness of segments of FAS programs by analyzing historical spend data and making recommendations to management for improvement to FAS programs based upon such evaluations and in-depth analysis.
Handling inquiries from customer agencies, industry partners and the general public and serves as a liaison between the inquirer and the appropriate GSA organization.
Meet time-in-grade requirements within 30 days of closing date
U.S. Citizenship or National
Apply online (See How to Apply section.)
1 year probationary period may be required
Direct Deposit of salary check to financial organization required
If selected, you must meet the following conditions:
Receive authorization from OPM on any job offer you receive, if you are or were (within the last 5 years) a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch.
Serve a one year probationary period, if required.
Undergo and pass a background investigation (Tier 2 investigation level).
Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Security’s e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment.
Complete a financial disclosure report to verify that no conflict, or an appearance of conflict, exists between your financial interest and this position.
Have a valid driver's license
Qualifications
For each job on your resume, provide:
the exact dates you held each job (from month/year to month/year)
number of hours per week you worked (if part time).
If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.
For a brief video on creating a Federal resume, click here.
The GS-13 salary range starts at $94,378.00 per year but will vary depending upon final duty station selection.
If you are a new federal employee, your starting salary will likely be set at the Step 1 of the grade for which you are selected.
To qualify, you must demonstrate at least one year of specialized experience equivalent to the GS-12 level in the Federal service.
Specialized Experience is experience in all of the following areas:
Experience with federal acquisition and procurement regulations, terminology, policies, processes, and/or procedures utilizing different types of contract solutions and vehicles.
Assisting customer agencies to determine business requirements and recommend the best procurement vehicle and tools.
Reviewing data, trends, plans, and research to develop strategies to grow GSA business opportunities with customer agencies.
Managing relationships effectively with internal and/or external stakeholders at various levels through multiple channels, such as in person visits, training, events, and conference calls
Additional information
Bargaining Unit status: This position is eligible but not included in the Bargaining Unit
Travel, transportation, and relocation expenses are notauthorized for this position. Any travel, transportation, and relocation expenses associated with reporting for duty in this position will be the responsibility of the successful applicant.
Additional vacancies may be filled from this announcement as needed. This vacancy announcement does not preclude filling this position by other means. Management also has the right not to fill the position.
THIS ANNOUNCEMENT HAS BEEN AMENDED DUE TO AN ERROR CAUSING APPLICATIONS TO ONLY BE RECEIVED BY INTERNALS. EXTERNAL APPLICANTS MAY NOW APPLY.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated on the questions you answer during the application process, which will measure your overall possession of the following competencies or knowledge, skills, and abilities. Your responses to these questions must be supported by your resume or your score may be lowered.
Experience with federal procurement principles and procedures and of different types of contracts. Demonstrated knowledge of acquisition/procurement regulations, acquisition terminology, acquisition planning and contract administration procedures and practices. Understanding of GSA question vehicles and solutions.
Expert skill in consulting with a diverse customer base, assessing their business needs, and recommending government products and services.
Expert knowledge of business and industry practices, characteristics, and uses of federal products and services, including the dissemination of information and the establishment and maintenance of business relationships with federal civilian and military agencies to provide advisory/consultant services.
Skill in developing and fostering business relationships, persuading others, and developing networks and coalitions to gain cooperation
Expert knowledge of markets and trends in order to develop strategies and plans in the area of customer relations and to plan, organize, implement, promote and assess the effectiveness of programs to customer agencies.
Mastery of qualitative and quantitative analysis techniques and methodologies to gather, evaluate and develop comprehensive recommendations to address customer service effectiveness and efficiency matters, as well as diverse industry, business and statistical data including prospecting information for future/potential customers, broad customer or sales problems or issues and a wide array of dynamic financial and numerical sales/revenue generation scenarios.
Knowledge and experience with process improvement methodologies to brainstorm, analyze, prioritize and work toward consensus to evaluate complex problems and issues to seek alternative solutions that account for multiple stakeholder requirements.
Skill in oral communications to articulate sensitive recommendations/solutions.
Skill in analyzing, preparing, and presenting specific information to customer agencies, in writing.
If you are eligible under Interagency Career Transition Assistance Plan or GSA’s Career Transition Assistance Plan (ICTAP/CTAP), you must receive a score of 85 or higher to receive priority.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.
GSA OIG Employees: Submit latest SF 50 (other than award SF 50)
If you areICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.
Current or Former Political Appointees: Submit SF-50.
Current or Former Land Management Agency Employees - Submit a and b:
one or more SF-50s, including your most recent one that shows you were on a competitive time-limited appointment(s) with a Land Management Agency and served on the appointment for a period(s) totaling more than 24 months without a break of 2 or more years.
Copy of your agency’s annual performance appraisal(s) or written reference(s) from a supervisor at the agency verifying satisfactory performance during your appointment(s).
College transcripts: If you are using some or all of your college education to meet qualification requirements for this position, you must submit a photocopy of your college transcript(s). If selected, an official transcript will be required prior to appointment. For education completed outside the United States, also submit a valid foreign credential evaluation that substantiates possession of the required education.
Superior Academic Achievement: Submit transcripts as described above. If you qualify based on your class rank or honor society membership, submit documentation of it.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job.
To begin, click the Apply Online button on the vacancy announcement.
Sign in or register on USAJobs and select a resume and documents to include in your application.
Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.
Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer); USAJOBS (click the "USAJOBS" link to complete the transfer process) or FAX (read the “Fax instructions” provided prior to printing the Fax Cover Sheet and faxing your information).
Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. You must receive HR approval before deviating from these instructions.
GSA, Federal Acquisition Service
100 S. Independence Mall West
Human Resources Division
100. S. Independence Mall West
Philadelphia, Pennsylvania 19106
United States
Next steps
After the closing date/deadline:
ELIGIBILITY/QUALIFICATIONS: Your application will be reviewed for all requirements.
REFERRAL TO MANAGEMENT: If you meet all the requirements, you may be referred to management for review and a possible interview.
SELECTION/TENTATIVE JOB OFFER: If you are selected, you will receive a tentative offer and start the suitability and/or security background investigation process.
FINAL JOB OFFER: Once our security office determines you can come on board, you will be given a final offer, which is typically 40 days after the announcement closes.
FINAL COMMUNICATION: Once the position is filled, we will notify you of your status. You may also check your status by logging into USAJOBS. Go to My USAJOBS and then to Applications.
Thank you for your interest in working for U.S. General Services Administration!
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.
GSA OIG Employees: Submit latest SF 50 (other than award SF 50)
If you areICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.
Current or Former Political Appointees: Submit SF-50.
Current or Former Land Management Agency Employees - Submit a and b:
one or more SF-50s, including your most recent one that shows you were on a competitive time-limited appointment(s) with a Land Management Agency and served on the appointment for a period(s) totaling more than 24 months without a break of 2 or more years.
Copy of your agency’s annual performance appraisal(s) or written reference(s) from a supervisor at the agency verifying satisfactory performance during your appointment(s).
College transcripts: If you are using some or all of your college education to meet qualification requirements for this position, you must submit a photocopy of your college transcript(s). If selected, an official transcript will be required prior to appointment. For education completed outside the United States, also submit a valid foreign credential evaluation that substantiates possession of the required education.
Superior Academic Achievement: Submit transcripts as described above. If you qualify based on your class rank or honor society membership, submit documentation of it.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job.
To begin, click the Apply Online button on the vacancy announcement.
Sign in or register on USAJobs and select a resume and documents to include in your application.
Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.
Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer); USAJOBS (click the "USAJOBS" link to complete the transfer process) or FAX (read the “Fax instructions” provided prior to printing the Fax Cover Sheet and faxing your information).
Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. You must receive HR approval before deviating from these instructions.
GSA, Federal Acquisition Service
100 S. Independence Mall West
Human Resources Division
100. S. Independence Mall West
Philadelphia, Pennsylvania 19106
United States
Next steps
After the closing date/deadline:
ELIGIBILITY/QUALIFICATIONS: Your application will be reviewed for all requirements.
REFERRAL TO MANAGEMENT: If you meet all the requirements, you may be referred to management for review and a possible interview.
SELECTION/TENTATIVE JOB OFFER: If you are selected, you will receive a tentative offer and start the suitability and/or security background investigation process.
FINAL JOB OFFER: Once our security office determines you can come on board, you will be given a final offer, which is typically 40 days after the announcement closes.
FINAL COMMUNICATION: Once the position is filled, we will notify you of your status. You may also check your status by logging into USAJOBS. Go to My USAJOBS and then to Applications.
Thank you for your interest in working for U.S. General Services Administration!
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
